Service Contract Lifecycle – Multi-Product Industrial Equipment
The Challenge:
A concrete equipment manufacturer managing 450 service contracts across preventive maintenance, parts coverage, and SLA commitments tracked obligations in spreadsheets resulting in 15% missed PM visits and SLA breaches. Contract renewals were reactive with 40% lapse rate, and profitability by contract type was unknown limiting strategic pricing decisions.
The Solution:
Implemented Dynamics 365 Field Service entitlements with automated service level tracking. Power Automate scheduled preventive maintenance work orders based on contract terms and equipment usage from IoT data in Fabric. Power Apps customer portal provided contract visibility and PM scheduling. Azure AI predicted renewal probability enabling proactive engagement. Power BI dashboards tracked contract compliance, profitability, renewal pipeline, and SLA performance.
Result:
PM visit compliance improved from 85% to 99%, SLA breaches reduced by 92% eliminating penalty payments of $65K annually, and contract renewal rate increased from 60% to 82% through proactive engagement. Contract profitability visibility enabled strategic pricing adjustments improving margins 12 points, and customer satisfaction with contract fulfillment rose from 76% to 94%.